IT Service Desk Associate I: Incident Triage & First-Contact Support

Advanced Energy; Quezon City; On-site; PHP 280,000 - 360,000; Full time

Job summary

Advanced Energy IT Service Desk Associate I is a foundational role based in Quezon City, Philippines. You will detect incidents, triage, log, and maintain incident data to aid swift resolutions, and resolve tickets at first contact where possible.

You will own the incident lifecycle, coordinate resources, and ensure timely closures while escalating when needed. You will monitor critical systems and support profile requests per ITAMS.

Qualifications

• Graduated in engineering or computer science or related field.
• 2 years related experience preferred; fresh graduates welcome.
• Strong English communication skills required.

Responsibilities

• Detect incidents and monitor IT systems.
• Triage, log, and maintain incidents/requests information.
• Resolve incidents at first contact when possible.
• Own and coordinate activities to resolve incidents until closure.
• Escalate appropriately and manage escalations.
• Assist with system monitoring to ensure high availability.
• Process profile requests and profile deletions as per ITAMS.

Skills

Windows Desktop

Troubleshooting

Customer focus

Problem solving

English communication

Learnability

Self-motivated

Team collaboration

Capacity to learn on the job

Education

Bachelor's degree in Engineering or Computer Science

Tools

Windows OS

Software installation

Basic networking

Job description

Advanced Energy IT Service Desk Associate I is a foundational role based in Quezon City, Philippines. You will detect incidents, triage, log, and maintain incident data to aid swift resolutions, and resolve tickets at first contact where possible.

You will own the incident lifecycle, coordinate resources, and ensure timely closures while escalating when needed. You will monitor critical systems and support profile requests per ITAMS.